CD-ROMS

CDR-1 - Professional Telephone Techniques is a two CD-ROM (PPT and PEAT) set which simulates person -to- person training for your telephone service representatives using state-of the-art CD-ROM technology, graphics, animation and video. Working at their own pace, your trainees interact with the program through self-guided exercises and examinations without the expense or inconsistency of live trainers. 

   PPT chapters include:

Mission 1 – Students learn expectations regarding customer care and their responsibility in delivering good customer care.

Mission 2 is called, “Caring In Action”. It includes examples on following up on promises, offering options, understanding the customer’s needs, showing appreciation to the caller, and applying the HEAR technique.

Mission 3 applies Caring In Action. The TSR hears a call/problem and must determine the best response.

Each Mission has its own exercise and there is a final exercise that includes multiple choice, true/false, fill-in-the-blank questions and simulations. The final exercise for this level is Mission 4.

Mission 1 addresses the expectations for delivering good customer care, including accepting responsibility, keeping employees motivated through recognition and other actions that provide recognition, build morale and team spirit.

Mission 2 is Caring In Action and discusses reactive and proactive action/ responses including letting the customer know they are important, showing appreciation, thanking customers for identifying problems and bringing them to your attention, and applying the HEAR technique at the customer level.

 Mission 3 presents “applications”, including handling different types of customers, telling the customers what you can do, what you will do, and then following up on your promises.

 Each mission has its own exercise and there is a final exercise that includes multiple choice, true/false, fill-in-the blank questions and simulations. The final exercise for this level is Mission 4.

Mission 1 discusses accepting responsibility, passing on praise, creating policy, enforcing policies or empowering others to enforce them, keeping others informed, recognition of good behavior, diffusing potentially explosive situations, reassuring customers, recognizing customers and thanking them for their business, etc.

Mission 2 presents information on Caring In Action techniques at the owner level, including making decisions, setting policy, and business commitment. It discusses the importance of product knowledge in addressing customer needs, marketing and public relations techniques and motivating and recognizing staff.

Mission 3 presents situations to demonstrate and teach proactive actions. Decisions must be made regarding involvement in serving the customer, responding to problems and recognizing problems and opportunities.

Each mission has its own exercise and there is a final exercise that includes multiple choice, true/false, fill-in-the blank questions and simulations. The final exercise for this level is Mission 4.